Engage Voice | Configuring custom campaign criteria
Now that you understand what custom campaign criteria-based dial plans are, what they can be used for, and how they differ from basic dial plan filters, let’s discuss the more advanced process of creating custom campaign criteria groups and assigning them to the campaign(s) of your choice.
Creating custom campaign criteria groups
Since you’ll need to create a group that houses and organizes your custom campaign criteria-based dial plans, let’s discuss how to do that first.
You can create a custom campaign criteria group by taking the following steps:
1. Navigate to Dialing > Advanced Settings > Campaign Criteria via the left-hand navigation bar
2. Click the Add Criteria Group button at far right to open the Edit Criteria Group modal window
3. Enter a name for your criteria group in the Criteria Group Name field
4. Click Save to exit the modal window
Custom campaign criteria group actions
Once you’ve created a group, it will appear in a list below the search bar. Each group you create will offer a list of options via the Actions button at far right of the group’s name. The first option you’ll see is Add Plan. You can use this option to add and configure dial plans that will live within the current group.
The next option, Edit Group, lets you edit the group’s name, and the last option, Delete Group, lets you delete the entire group — and all the dial plans it contains! — altogether.
Now let’s talk about the first option, Add Plan.
Understanding custom criteria-based dial plans
Now that you have a group created, you’re ready to start adding custom dial plans. The plans you create here are time-based and criteria-based, and they function based on comparators, which allow you to create conditional statements — or comparisons. These statements can be used to indicate the conditions under which the campaign should limit dialing. Additionally, you can decide when that campaign should begin (and end) dialing based on the conditions you specified.
Say you sell winter sports products that mostly require very cold, snowy conditions for use. You might want to tailor your outbound dialing plans to reach out to customers in cities and/or states that experience those types of weather patterns. And you may want to tailor your dialing even further according to the time of year, avoiding marketing to leads in the summer and spring and instead focusing on dialing your leads throughout each state’s fall and winter months.
To do so, you could set up a dialing plan that instructs the system to only dial specific states during certain months.
For example, if you wanted to tell the system to only dial Minnesota, Maine, and Colorado between 9am on the 1st of September and 5pm on the 1st of March, you could set up a dialing plan that looks something like the following:
That configuration is telling the system to check its lead lists during September and March, and if it finds any leads whose State field contains an entry that is equal to any of the three states named above (in the Criteria Value field), then the system will allow agents to only dial those leads during that time frame.
Put simply, the above statements will be read by the system as the following:
If the State field on a lead list is exactly equal to whatever you input into the Criteria Value field, then dial only the leads that satisfy this criteria.
When you wish to apply multiple statements, you can click the Add Another Comparison text at far right, below the last statement. This will reveal an and/or toggle button and a new empty comparison statement for you to configure.
Any statements linked via the and option will all be given equal weight; the system will continue down your statement list, satisfying all the indicated requirements before it considers the task complete.
Any statements linked via the or option will be considered a strictly either/or command, which means that even if only one of three or statements is true, the system will still only dial based on any of the three comparison statements you provide. The system will read these as:
If statement 1 is true, or if statement 2 is true, or if statement 3 is true, then you can dial only the leads that meet any of the above (three) criteria (comparison statements).
Creating custom criteria-based dial plans
Now that you understand how the comparator system works, let’s go over the steps you can take to create a criteria-based dialing plan of your own.
2. Click the Actions button to the right of the group name
3. Select the Add Plan option from the dropdown menu to open the Edit Custom Campaign Criteria Plan modal window
4. Enter your dial plan’s name in the Plan Name field
5. Use the Start and End fields to indicate the time during which the system should not dial
6. Use the Field dropdown menu to choose the first part of your comparison statement
7. Choose a Comparator from the dropdown menu
8. Enter a Criteria Value in the field provided
9. If you wish to add another comparison, click the Add Another Comparison text that appears at far right under the last statement
10. Select and if you wish the following statement to serve as a multiplier, or select or if you wish the following statement to offer an alternative
11. Repeat steps 6-8 to configure the new statement
12. Repeat steps 9-11 to continue adding statements
13. Click Save when you’re ready to exit the modal window
Let’s review each of the settings we introduced in the modal window.
- Plan name: Enter a name for your dial plan (this is a required field)
- Start: Manually enter or use the datepicker to select a start date for your dial plan (this is a required field)
- End: Manually enter or use the datepicker to select an end date for your dial plan
- Field: Use the dropdown menu to choose the first half of your comparison statement. The menu contains a list of options that includes some basic lead info, lead properties, lead passes, and lead priority information. You’ll be using this selection to compare to the Criteria Value field that appears after the Comparator
- Comparator: Use the dropdown menu to select a standard for comparison. The system will use this standard to compare the Field and Criteria Value data you enter to create your comparison statement. Remember, the system will read these statements like this: If [Field] is [Comparator] [Criteria Value], then dial only the leads that satisfy this criteria. Comparator options include the following: Less Than, Less Than or Equal to, Equal to, Not Equal to, Greater Than, Greater Than or Equal to, Contains, and Starts With
- Criteria Value: Enter the value you wish to compare with the Field selection you chose earlier. Remember to ensure your value agrees with the comparator in terms of format (for example, if you chose More Than or Less Than as a comparator, then your criteria value should be numerical. If you chose Equal to, Not Equal to, Contains, or Starts With as a comparator, then you can use any characters you like in the Criteria Value field)
- Add Another Comparison: Click this text to add another comparison statement that can be used either in conjunction with the previous statement (toggle the and/or button to and) or as an alternative to the previous statement (toggle the and/or button to or)
Managing campaign criteria dial plans
Once you’ve created a custom criteria-based dial plan, it will appear in a table inside of the group in which it was created. To access your plans, simply click the arrow to the left of the group’s name to expand all the dial plans within it.
Each dial plan will occupy a row in the table. You’ll see a few column headers that contain information on some of the plan’s settings we discussed above.
Each row in the table contains a pencil and paper Edit icon that you can click to re-enter the dial plan’s configuration options. The Delete x icon at far right allows you delete the entire plan altogether.
Remember — these plans you’re creating will need to be assigned to one or more campaigns of your choice before they can take effect. Let’s discuss how to do that now.
Assigning a custom criteria-based dial plan to a campaign
Once your criteria-based dial groups and dial plans are configured, it’s time to assign them to your campaigns. To do so, take the following steps:
1. Navigate to Dialing > Campaigns
2. Select the campaign of your choice
3. Select Dial Plans from your campaign’s configuration panel
4. Use the field provided in the Custom Campaign Criteria section to select which plans you wish to dial on. We’ll discuss some selection methods below
5. Save your changes via the Save button at bottom right
Remember — you will not be able to use both the Custom Campaign Criteria setting and the Campaign Dial Plans setting at the same time. You will only be able to use one or the other — not both.
Now, when it comes to selecting plans, you can do so by either clicking the Add All Criteria Groups text at far right of the Assign Custom Campaign Criteria Groups field and then clicking the x to the right of any plan name that you wish to remove, or you can click into the provided field and use the dropdown menu to individually select the plans you do wish to dial.
If at any time you change your mind, you can click the Remove All Criteria Groups text to clear the field and begin again.
Helpful hint!
When assigning your dial plans, be sure the time frames for your dial plans fall within the campaign’s start and end dates.
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